EC Delay Repay rejection

[adrock1976]

I submitted an online claim for delays I experienced on 25 August.

I received correspondence today stating that as the train arrived at my destination of Edinburgh (Highland Chieftan - 13:55 dep from York) less than 30 minutes late.

However, my ticket (1st Advance) is clearly printed as being from York to Barnhill (one of my local stations). The delays resulted in me arriving back at Barnhill 44 minutes later than the original itinerary when I booked the ticket back in June.

Has the person who was dealing with my claim got confused somewhere, as I also included the reservation coupon as well (York to Edinburgh was the reserved leg)?

Below is my complaint that I have sent to EC.

Ref: the alphanumeric ID

I submitted a delay repay claim on 27 August 2014 online, due to significant delays I experienced that day.

I received postal correspondence today stating that I was not entitled to compensation, as apparently your records mention that the train arrived at my destination of Edinburgh less than 30 minutes late.

The third paragraph in the correspondence states "Under the scheme, you are entitled to compensation if you arrive at your destination 30 minutes later or more, as a result of a delay to, and/or a cancellation of, an East Coast service."

I would like to point out here regarding the above statement that my destination was not Edinburgh. My destination as printed on the ticket, is to Barnhill (one of my local stations), as my booking and attached ticket confirms. I have copied and pasted my original itinerary at the time of booking below.

Journey 3: York to Barnhill

Outward Journey
York to Barnhill on 25 Aug 2014

Departs: York at 13:55
Train Operator: East Coast
Arrives: Edinburgh at 16:22
Seats Reserved: Coach: M Seats: 39
Departs: Edinburgh at 16:45
Train Operator: First ScotRail
Arrives: Glasgow Queen Street at 17:39
Departs: Glasgow Queen Street at 18:02
Train Operator: First ScotRail
Arrives: Barnhill at 18:12
Ticket Type: EC First Advance
Route: East Coast & other TOC connecting services.

Obviously, I did not make the intended connection at Edinburgh due to the delay of the first leg of my journey. The next official connecting service I travelled on from Edinburgh was the 17:30 service to Glasgow Queen Street, arriving 18:23. The next official connecting service from GLQ to Barnhill was at 18:45, arriving Barnhill at 18:56. According to my original itinerary above, I should have arrived at my destination station of Barnhill at 18:12. By my calculations, this makes it a 44 minute delay to my journey in total.

Could the decision be looked at again?

Many thanks

In peace

Adam

 

[reb0118]

I have a feeling that you should have been able to catch the 17:00 from Edinburgh Waverley [EDB](or indeed the 17:04 from Haymarket) to Glasgow Q.S. [GLQ] thereby still being able to catch your 18:02 from there to Barnhill arriving at 18:12 as booked.

Upon checking further here I notice that your train arrived at EDB at 17:14 and the 17:30 to GLQ would in fact be your first connection available.

I based my original supposition on the fact that EC stated that your train arrived at EDB less than 30 mins. late. A booked arrival of 16:23 + 0 mins. delay = 16:53 at the latest. 7 mins. although not the minimum connection would have left an experienced traveller like you with no problems in catching the 17:00 to GLQ.

Good luck with your claim - you should have it in the bag.

 

[DelayRepay]

I have had this before from East Coast when the train from London to Doncaster was delayed, causing me to miss my connection to (somewhere in South Yorkshire, I can't remember). The EC delay was about 15 minutes but the overall delay was over 30 minutes.

They rejected my claim for the same reason as yours was rejected, but when I emailed to complain they apologised for their mistake, sent me the vouchers I was due and another couple of pounds as an apology.

I think this is just a mistake, someone hasn't checked the journey details properly.

 

[adrock1976]

Just to confirm that I received vouchers to the total of the original fare yesterday, with a cover letter apologising and stating that I was right, and that my feedback would be passed on.

In peace

Adam

 

[DelayRepay]

Just to confirm that I received vouchers to the total of the original fare yesterday, with a cover letter apologising and stating that I was right, and that my feedback would be passed on.

In peace

Adam

That's good to hear. I should have said that the incident I described in the post above yours happened in 2010. The letter of apology I received in 2010 also said my feedback would be passed on but clearly nothing's changed...

 

[Failed Unit]

It happens a lot, (I get a lot of claims changing at Newark NorthGate) where they forget about the missed connection. Normally pay up without a fuss when you challenge them so not sure if it is a training issue.

My favourite non-rail one was with BA trying to claim a taxi to my final destination. The wrote back saying my claim was denied as I am only entitled to a taxi. Which I wrote back saying that was all I was asking for in my initial letter, but thanks for confirming my entitlement.